IT Services Coordinator

Florida State University; Tallahassee (FL); On-site; USD 42,000 - 60,000; Full time

Job summary

Florida State University’s ITS Service Desk is seeking a dedicated professional to be the university’s first point of contact for the community. The role handles support requests via phone, chat, web, and the Service Center system, performing real-time intake, triage, and troubleshooting to ensure timely resolutions.

Responsibilities include thorough case documentation, escalation when needed, and maintaining data integrity for orders and billing.

Qualifications

• Experience using CRM systems or customer support platforms.
• Strong time management and organizational abilities.
• Excellent communication and customer service skills.

Responsibilities

• Serve as the ITS Service Desk’s primary point of contact for faculty, staff, students, and affiliates across phone, chat, web, and the Service Center system.
• Perform real-time intake, triage, troubleshooting, and fulfillment of service requests; document cases from initiation to resolution or escalation.
• Ensure data integrity for order processing, accurate billing information, and timely fulfillment; generate and analyze management reports.
• Collaborate with ITS colleagues and external vendors; provide on-site visits and training as needed; maintain customer satisfaction and quality control.

Skills

CRM systems

Time management

Education

High school diploma or equivalency + 4 years experience

Tools

AiM Work Order Management

Job description

Department

This position is within FSU’s Department of Information Technology Services (ITS)

Responsibilities

This position serves as a member of the Information Technology Services (ITS) Service Desk, which is first point-of-contact for the university community. The Service Desk provides support associated with support and service requests submitted by faculty, staff, students, and affiliates, ensuring timely resolution of technical issues and service requests while maintaining consistent, high-quality customer experience. The role is responsible for managing customer interactions across multiple channels, including phone, chat, web, and the FSU Service Center case management system. Responsibilities include real-time intake, triage, and troubleshooting of technical issues; fulfillment of service requests; and comprehensive case documentation from initiation through resolution or escalation. The position is expected to exercise independent judgment in diagnosing issues, determining appropriate resolutions, and identifying when escalation is required. Collaborates within a team environment to ensure the timely processing of service and support requests for ITS services. Responsible for data integrity and quality control for order processing system from order receipt, translation of user needs into standard telecommunications language using appropriate order forms, coordination of all resources (internal and external) to meet timely fulfillment, order status, accurate billing information, and ensuring customer follow-up and satisfaction. Uses reporting tools (predefined and custom reports in order system) to identify and correct billing, order routing, and informational errors. Designs, maintains and generates management reports to support all functions. Conducts regular on-site customer visits, training and follow-up for clarification of service and support requests of all ITS products and services. Makes recommendations and coordinates additions, changes and enhancements based on customer contact, and oversees implementation, if necessary. Works with colleagues on special promotions and events, as necessary, and maintain strong customer relationships by utilizing a team approach for the distribution of workload and ensure quality control through customer contact. Acts as a team leader or team member, either independently or with other areas of ITS/FSU on special projects to implement or enhance ITS's products and service. Performs and completes multiple tasks and projects simultaneously in a time-sensitive manner. Liaison to a multitude of outside vendors, campus departments, and internal/external customers to ensure customer satisfaction and appropriate turnaround times for fulfillment of all requests to ensure smooth operations for all activities. This position may require the use of a University or state vehicle, golf cart, and utility vehicle may be needed to reach site premises, a valid driver's license will be needed to operate a vehicle. Performs duties in compliance with ITS policies, guidelines, and processes pertaining to support requests, work orders, project management, change management, and incident management. Appropriately utilizes associated tools in accordance with ITS standards. May be required to carry a university cell phone during normal working business hours (8 AM - 5 PM).

Qualifications

High school diploma or equivalency and four years' experience or a combination of post high school or education and experience equal to four years.

A valid Florida or Georgia driver's license or the ability to obtain one upon hire.

Preferred Qualifications

Experience working in CRM systems and AiM Work Order Management.

Helpful

Who is an ideal candidate for this position?

A professional who has really great time management skills and exceptional customer service skills.

What is a typical day in this position?

Interacting with external vendors, service providers and departmental budget managers and IT Professionals.

What can I expect in the first 60-90 days?

A complete understanding of the FSU Service Portfolio and support workflows.

University Information

One of the nation's elite research universities, Florida State University preserves, expands, and disseminates knowledge in the sciences, technology, arts, humanities, and professions, while embracing a philosophy of learning strongly rooted in the traditions of the liberal arts and critical thinking. Founded in 1851, Florida State University is the oldest continuous site of higher education in Florida. FSU is a community steeped in tradition that fosters research and encourages creativity. At FSU, there’s the excitement of being part of a vibrant academic and professional community, surrounded by people whose ideas are shaping tomorrow’s news! Learn more about Florida State University and our campuses.

FSU Total Rewards

FSU offers a robust Total Rewards package. Visit our FSU Total Rewards website to learn more about our Compensation, Benefits, Wellness, Recognition, and Employee Development programs. Use our FSU Total Compensation Calculator to calculate Total Compensation options based on potential salary, benefits and retirement contributions, earned leave, and other employment-related perks.

Veterans' Preference

Certain service members and veterans, and the spouses and family members of such service members and veterans, Certain service members and veterans, and the spouses and family members of such service members and veterans, receive preference and priority, and certain service members may be eligible to receive waivers for post secondary educational requirements, in employment by the state and its political subdivisions and are encouraged to apply for the positions being filled. Veterans' Preference applies to University Support Personnel System (USPS) positions only.

IMPORTANT: To claim Veterans' Preference, select “yes” to the question on the application questionnaire and upload a DD-214 (or equivalent), the Veterans' Preference Certification form, and other documentation if applicable with your online application before midnight of the position closing date.

Considerations

This is an USPS (University Support Personnel System) position.

This position requires successful completion of a criminal history background check.

Equal Employment Opportunity

FSU is an Equal Employment Opportunity Employer.